AI CX Delivery Consultant

Overview

In this role you will help design and build CCaaS and AI-powered customer platforms at scale, partnering with clients on multi-industry transformation programs. You will work in multi-disciplinary teams to shape journeys, integrate cloud contact platforms, and apply AI to improve experiences. You’ll stay ahead of CCaaS and AI trends, contribute to strategic direction, and develop practical, re-usable assets with colleagues globally.

Responsibilities

• Understand client requirements and shape CCaaS and AI transformation programs
• Design CCaaS and AI solutions across platforms (Amazon Connect, Genesys Cloud CX, Google CCaaS/CES, Microsoft Dynamics Contact Centre)
• Hands-on build or delivery roles including integrations to AI platforms and other systems
• Collaborate to share knowledge and create reusable assets to strengthen CCaaS and AI capability
• Apply enterprise-platform knowledge and stay current with CCaaS/AI trends
• Shape strategic direction of CCaaS/AI transformation programs
• Support integration of cloud-based CCaaS platforms with AI services and automation tools

Key requirements

• Design and hands-on expertise with at least one major CCaaS platform
• Integration experience between CCaaS and AI services or automation tools
• Strong analytical ability to translate requirements into platform designs
• Ability to design across hyperscalers and modern customer platforms
• Strong communication skills
• Relevant certifications from Amazon, Genesys, Google or Microsoft
• Extensive hands-on experience in CCaaS and AI-enabled service technology

• Strong communication
• Collaborative mindset
• Customer-centric thinking
• CCaaS platforms: Amazon Connect, Genesys Cloud CX, Google CCaaS/CES, Five9, Microsoft Dynamics Contact Centre
• AI integration and services
• Automation tools

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